Manager; RTM – Mandarin

Overview

We are seeking an experienced and detail-oriented Real-Time Manager (Mandarin-speaking) to join our Workforce Management (WFM) team. This role is responsible for monitoring real-time operations, ensuring optimal staffing levels, and supporting business continuity in a dynamic BPO environment. The successful candidate will work remotely for the first 6 months
, followed by relocation to our Johor office.

• Bachelor’s degree or diploma in Business, Statistics, or related field.
• Fluent in Mandarin and English (spoken and written).
• Minimum 3–5 years’ experience in Workforce Management with at least 1–2 years in a real-time management or supervisory role.
• Strong understanding of WFM systems, real-time monitoring tools, and call center operations.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication, leadership, and stakeholder management abilities.
• Ability to work under pressure and adapt to a fast-paced environment.
• Willingness to work from home for 6 months and relocate to Johor thereafter.
• Flexibility to work on rotational shifts if required.

• Oversee real-time monitoring of queues, agent adherence, and service levels across all channels.
• Analyze intraday trends and recommend adjustments to meet KPIs and SLAs.
• Manage and lead a team of Real-Time Analysts (RTAs) to ensure operational efficiency.
• Act as the escalation point for staffing and service-level issues, coordinating with Operations and WFM teams.
• Prepare intraday and daily performance reports for management review.
• Collaborate with forecasting, scheduling, and operations teams to align workforce plans with business needs.
• Identify process gaps, recommend improvements, and implement best practices for workforce efficiency.
• Provide training, coaching, and guidance to RTAs to enhance skills and performance.
• Ensure compliance with company policies, client requirements, and operational standards.